LOUISVILLE, Ky. (WDRB) -- MetroCall 311 will be changing its name and upgrading the digital platforms for Louisville residents to make reports.
For the last 25 years, MetroCall 311 call-takers have been connecting people with the right Metro Government departments to solve their problems.
“'My neighbor’s grass is really high,'” said Sarah Hageman, listing off common calls. “'They haven’t cut it all summer. What do I do? Who do I call?' We take those kind of concerns. We send them over to the agency, and the agency will come out and do their own inspection.”
Hageman, the lead customer service center specialist, said they’ve added more avenues in which people can make reports over the years.
“You can reach us on Twitter, the web, you can do that mobile app, you can email us, and you can call us,” Hageman said.
During the month of August, MetroCall 311 received 15,000 phone calls, 1,600 live chats, 1,000 app reports, 1,000 web reports and 1,600 emails.
So it’s time the name reflects that. The department will be dropping the word “call” from the title and will now go by Metro311.
To go with the new name, they’re getting a new website and mobile app as well. Currently, any reports made online are routed through the Metro311 workers to the correct department. With the new software, mobile and online reports will go directly to the department in question.
“From the citizen straight to the agency,” Hageman said. “And that’s something we haven’t been able to do before.”
And everyone in Metro Government will be able to access the information, streamlining the process of getting you results.
“Everybody can get in contact with all the notes together,” Hageman said. “Everybody can see everyone’s notes that have been put in.”
Another feature of the new app and website is you will be able to see what other reports have been made for the same location. Duncan said this should help cut down on duplicate reports.
“You’re going to be able to see, ‘Oh! There’s already a pothole that’s been reported here. I’ll just keep an eye on this pothole and not put one in,’” said Jody Duncan, Metro311 manager.
On top of filing complaints or concerns, the new app will also be able to include customizable content.
“We will have control in Metro to change the information that’s on there,” Hageman said. “So let’s say Derby season comes up, and people are going to have 8 billion questions about Derby, like they always do. We can put in information that’s centered just about that.”
They hope the new app and website will be up and running by the end of the year. But that could change based on how complicated it is to coordinate all the information and get everyone trained.
“It’s going to be very efficient and effective,” Duncan said about the app. “Not only for us and for our partners in Metro Government, but for our citizens.”
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